PRIYANKA GULATI
Melbourne
Summary
Results-driven IT professional with 10+ years of experience in IT Service Support, Application Support, and Citrix environments. Expertise in Service Desk operations, Microsoft 365, Active Directory, Citrix Virtual Apps and Desktops, and ITIL-based ITSM tools. Adept at troubleshooting, user administration, and providing high-quality support to end-users. Seeking opportunities to leverage technical and problem-solving skills in an IT support role.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst for NBN
Wipro
12.2017 - Current
- Provide L1 & L2 IT support for end-users, ensuring seamless operation of systems and applications.
- Manage Microsoft 365 administration, including email setup, user account provisioning, and security policies.
- Troubleshoot and resolve issues related to Active Directory, VPN, networking, and hardware.
- Use Ivanti Service Manager to track, manage, and escalate IT incidents and service requests.
- Collaborate with IT teams to ensure efficient service delivery across multiple locations.
- Create and maintain knowledge base articles for internal IT support and end-users.
- Assist with hardware and software deployment, ensuring adherence to security and compliance standards.
- Improved user satisfaction by resolving technical issues efficiently.
Technical Support Consultant
J2 Global
12.2016 - 08.2017
- Administered and optimized Citrix XenApp/XenDesktop environments for virtual application and desktop delivery, ensuring high availability and performance
- Managed Windows Server environments, including Active Directory, Group Policy, and PowerShell, ensuring system reliability and security
- Monitored systems using Nagios and Zabbix, and managed service escalations to resolve issues quickly and meet SLAs
- Implemented and maintained backup strategies for data protection and system availability, ensuring rapid recovery during failures
- Provided technical assistance for domain management, DNS configuration, and web hosting, maintaining high service standards
- Optimized service management processes (incident, change, and service desk) based on ITIL frameworks to improve efficiency and service quality
- Led automation initiatives and utilized AIOps tools to proactively address incidents, enhancing service reliability and operational efficiency
- Delivered technical support for critical applications, optimizing performance and collaborating with development teams to resolve issues
- Worked with internal teams and vendors to align IT services with business objectives, ensuring clear communication and service delivery
- Led service desk improvements, enhancing tools, processes, and training to boost resolution times and customer satisfaction
Citrix & Windows Support Subject Matter Expert
Citrix R&D
10.2013 - 08.2016
- Administered XenDesktop and XenApp environments, including NetScaler and Provisioning Services, ensuring optimal performance, scalability, and reliability for enterprise clients
- Delivered advanced troubleshooting and technical support for critical Citrix infrastructure, resolving complex issues to maintain high service availability and user satisfaction
- Led service management initiatives, process documentation, and cross-training programs to enhance team expertise and ensure consistent service delivery
- Facilitated seamless communication between engineering teams, escalation teams, and service managers, ensuring prompt issue resolution and alignment with business goals
- Consistently recognized for exceeding performance benchmarks, driving service efficiency, and optimizing Citrix environments to support business-critical applications and workflows
Education
Bachelor of Technology - Computer Science
Kurukshetra University
India01.2013
Certificate IV - Real Estate Practice
Melbourne
Roebourne, WA08.2022
Diploma - Finance and Mortgage Broking Management
Melbourne
Melbourne08.2022
Skills
✔ Service Desk & IT Support (L1 & L2)
✔ Citrix Virtual Apps & Desktops (CCA-V Certified)
✔ Active Directory & Group Policy
✔ Microsoft 365 Administration
✔ ITIL Framework & ITSM Tools (Ivanti, ServiceNow)
✔ Networking (DNS, Proxy, VPN)
✔ Windows 10, Microsoft Teams,
✔ Hardware Deployment & Troubleshooting
✔ User Administration & Security Compliance
Certification
- ITIL v3 Foundation Certificate in IT Service Management
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft Certified: Power Platform Fundamentals (PL-900)
- Microsoft Certified: Power Platform App Maker Associate (PL-100)
- Microsoft Certified: Microsoft Power Platform Fundamentals (PL-300)
- Microsoft Certified: Microsoft Dynamics 365 Fundamentals (CRM) (MB-910)
- Citrix Certified: 1Y0-204: Citrix Virtual Apps and Desktops Admin(CCA-V)
Accomplishments
- Awarded 5 Performance Awards in Citrix Research & Development for exceptional client deliveries and outstanding service contributions.
Timeline
Senior Service Desk Analyst for NBN
Wipro
12.2017 - Current
Technical Support Consultant
J2 Global
12.2016 - 08.2017
Citrix & Windows Support Subject Matter Expert
Citrix R&D
10.2013 - 08.2016
- ITIL v3 Foundation Certificate in IT Service Management
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft Certified: Power Platform Fundamentals (PL-900)
- Microsoft Certified: Power Platform App Maker Associate (PL-100)
- Microsoft Certified: Microsoft Power Platform Fundamentals (PL-300)
- Microsoft Certified: Microsoft Dynamics 365 Fundamentals (CRM) (MB-910)
- Citrix Certified: 1Y0-204: Citrix Virtual Apps and Desktops Admin(CCA-V)
Bachelor of Technology - Computer Science
Kurukshetra University
Certificate IV - Real Estate Practice
Melbourne
Diploma - Finance and Mortgage Broking Management
Melbourne
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